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Box Sync Stopped Working, Has Created a Duplicate Hierarchy of Folders and Syncs

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Julie Yamin
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1. Box Sync stopped working two weeks ago - two collaborators/two computers.

2.  I began noticing files missing from folders on my end...tried to restart Box Sync.

3.  Box Sync would restart and complete the syncing but I couldn't find the syncs.

4.  Box Sync was syncing files to a separate hierarchy of folders with same name.

5.  I now have one folder hierarchy with eleven years of docs up to two weeks ago.

6.  I have a second folder hierarchy with two weeks of client files from recent syncs.

7. Support is email or chat and I get the same solution: uninstall/reinstall Box sync.

8.  Uninstall/reinstall of Box Sync will delete eleven years of client files:  no way!

9.  I need to remedy the Box Sync issue without deleting eleven years of files.

 

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  • France

    Hi Julie, 

    Welcome to the Box Community, I'm happy to help!

    This would be something Product Support team can investigate with you and may require specific account information. I see that you already have an open ticket for this issue and support team is now investigating, please continue working with them and check your email for updates.

    Thanks for your patience and please comeback and let us know how it goes!

    Regards,

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  • Julie Yamin

    Thank you, France.  Unfortunately, Product Support is saying that this issue is beyond their scope, and they've forwarded the case to the Specialist Team.  It's been three business days since I submitted this issue for resolution, and the issue has yet to be resolved.  

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